Kimpton Hotels & Restaurants Earns Top Customer Satisfaction Score in The World Among Consumer Travel Brands

Published on : Wednesday, November 27, 2013

Kimpton HotelsKimpton Hotels & Restaurants has earned the #1 ranking in overall customer satisfaction among every hotel brand in the world as tracked by the 2013 Market Metrix Hospitality Index (MMHI) year to date, through the third quarter. Kimpton’s ranking for customer satisfaction surpassed all hotel brands ranked by Market Metrix including Ritz-Carlton and Four Seasons and all other brands in the luxury and upper upscale categories.  Kimpton also ranked higher in customer satisfaction than every Airline, Rental Car Company, Cruise Line and Casino brand for which Market Metrix tabulates customer satisfaction rankings.


MMHI collects data from 40,000 travelers around the globe each quarter, where guests can provide more than 200 details about their most recent hotel experiences. The MMHI customer satisfaction score is based on the average rating of 14 product and service questions that are highly correlated with guest loyalty and recommendations. Kimpton had the largest increase in guest satisfaction, improving by nearly two points, to earn an overall score of 89.1 on a 100 point scale.  This increase was attributed to the company’s can-do attitude, as well as for overall guest emotion in feeling pampered and important, according to MMHI.


“We never lose sight of our most important job – making our guests happy,” said Michael Depatie, CEO and president of Kimpton Hotels & Restaurants. “We pay attention to the things that they care about and to what makes their stay better so that we can make a lasting and meaningful impression no matter which Kimpton hotel they visit.”


Kimpton Hotels & Restaurants consistently earns top customer satisfaction scores from Market Metrix Hospitality Index, which evaluates not only overall satisfaction but Loyalty Emotions©, a measure given to companies that provide selected emotional experiences for their customers.


Source:- Kimpton Hotels

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